Hi, I’m
Gowthaman Sureshkumar
IT
Chennai,Tamilnadu
Summary
To get elevated in the field assigned, by exploring my skills and working hard as true to my conscience for the
upliftment of the organizations as well as my personal growth. Around 5+ years of experience in Technical Team and Operation Management.
Presently associated with CBTS Technology Solutions India LLP, Chennai as Service Desk Analyst.
Strong interpersonal communication skills and user support experience.
Strong organizational, management and effective problem-solving skills.
Able to learn new technology/applications quickly.
Resolved high-severity incidents to ensure service availability with minimal delay and impact towards
Ensuring smooth operations of an infrastructure environment.
Motivated and goal-driven with strong work ethics, continuously striving for improvement coupled with
excellent administrative aptitude with an eye for detail and the commitment to offer quality work.
A strong team leader/ player, training, guiding, and motivating teams towards maximum productivity with
exceptional consensus building, negotiation and interpersonal skills, analytical mind, and Comprehensive
problem detection/ solving abilities.
Overview
6
years of professional experience
Work History
CBTS Technology Solutions India LLPChennai
EMPLOYMENT
Service Desk Analyst
01.2023 - Current
Job overview
- With Monitoring tool like EM&
- Meraki, Velocolud
- Experience in network alert monitoring & troubleshooting network issues - Outages/severity/priority issues
- Providing technical assistance to the customer with network maintenance related issues and escalating accordingly to the support team if necessary
- As a NOC Engineer analyzing and escalating problems, performance troubleshooting
- Communicating with technicians and tracking problems until they are resolved
- Creating data center access to users by using Cyrus, Flexential and Digital Marketplace tool
- Team Player with good technical, analytical and communications skills
- Manage & deliver team performance as per SLA and quality standards
- Maintain good relationships with Customers/Clients
- Providing support to VIP users and have experience in handing of Understanding the Severity Levels and closing the tickets on priority basis to achieve 100% SLA
- Responsible for monitoring CISCO Finesse.
Hexaware TechnologiesChennai
Associate System Engineer
11.2020 - 12.2022
Job overview
- Installing all kinds of commercial and Non-commercial software’s based on approval
- Provide Microsoft windows support (Active Directory, File service, remote desktop services, AD group mapping, password reset from AD)
- Mentoring and training up new hires
- Attending meetings, focusing on targets & achievements
- Working in Global service desk & supporting for 16k+ user’s all over 16 countries
- Troubleshooting all kinds of technical issues working through remotely including OS issues, hardware failure and software/hardware configurations
- Manage & deliver team performance as per SLA and quality standards
- Maintain good relationships with Customers/Clients
- Auditing calls and sending monthly and weekly SLA Performance reports to the management
- Supervise and synchronize activities during the incident
- Preside over bridge calls for effective coordination, incident resolution and service restoration
- Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner
- Understanding and executing client requirement on technical front according to processes & procedures
- Responsible to monitor CISCO Finesse
- Responsible to send announcement for critical issues and activities
- Providing support to VIP users and have experience in handing of Understanding the Severity Levels and closing the tickets on priority basis to achieve 100% SLA
- Antivirus-Sentinel 3.1.4.5, MacAfee and crowd strike
Kelly servicesChennai
Analyst
08.2018 - 08.2020
Job overview
- Ensure the tickets logged for all the issues for tracking purposes
- Providing technical support to end-users on all endpoints such as Antivirus, Outlook, SFB, Password reset
- Proxy, Cisco phone, CITRIX, VPN, SCCM Client, Performance issues etc
- Handling remote location calls and issues through remote tools like SCCM remote client, Dame Ware
- CISCO WebEx and Teams
- Installation and troubleshooting of Citrix applications like Citrix XenApp and Receiver
- Providing support for printers, Mobile devices, Windows Systems
- Providing technical/Floor support for senior management meetings
- Working with Non-Compliance reports for MacAfee, SCCM and Patches.
Education
Bachelor of Engineering from Electronics and Instrumentation
Valliammai Engineering College
Engineer
Apr 2018
Kongu Polytechnic College
Diploma from Electronics and Communication Engineer
Apr 2015
AKT Memorial High School
Class X
Apr 2012
Skills
- SKILLSET
- Operating Systems :
- Microsoft Windows, Mac OS
- Ticketing Tools :
- ServiceNow, BMC Remedy
- Applications : MS-Office, O365, VPN
- Remote Tools : GoToAssist, SCCM client, WebEx, Quick Assist
Accomplishments
- Alertness : Being aware of what is taking place around me so I can have the right responses
- Boldness : Confidence that what I have to say or do is Ture, right and just
- Flexibility : Willingness to change plans or ideas according to the direction of my authorities
- Punctuality : Showing esteem for others by doing the right thing at the right time
- Responsibility : Knowing and doing what is expected of me.
Additional Information
- ACHIEVEMENTS , Received Best Performance award for resolving tickets without any SLA deviation. Received lot of appreciation mails from end users. Received Spot Award for best performance in the year of 2021 PERSONALDETAILS Name Gowthaman. S Languages Known English, Tamil Father’s Name Sureshkumar. R Date of Birth 12.04.1997 Gender Male Marital Status, Nationality Indian Native Place Kallakurichi, TN Passport Number U6000180 Passport Expiry Oct 2030
Timeline
EMPLOYMENT Service Desk Analyst
CBTS Technology Solutions India LLP
01.2023 - Current
Associate System Engineer
Hexaware Technologies
11.2020 - 12.2022
Analyst
Kelly services
08.2018 - 08.2020
Bachelor of Engineering from Electronics and Instrumentation
Valliammai Engineering College
Engineer
Kongu Polytechnic College
Diploma from Electronics and Communication Engineer
AKT Memorial High School
Class X
Similar Profiles
GOWTHAMAN SURESHKUMARGOWTHAMAN SURESHKUMAR
Service Desk Analyst at CBTS Technology Solutions India LLPService Desk Analyst at CBTS Technology Solutions India LLP
GENE RATTOGENE RATTO
Vice President – National Public Sector and Education at CBTS Technology Solutions LLCVice President – National Public Sector and Education at CBTS Technology Solutions LLC
Kashyap Kopparam ArunKashyap Kopparam Arun
Project Manager at Eton Solutions and Technology India LLPProject Manager at Eton Solutions and Technology India LLP
SIVA NesianSIVA Nesian
Consultant Nephrologist at HospitalConsultant Nephrologist at Hospital
Sindhu SenapathySindhu Senapathy
Deputy Manager at HCL Technologies LimitedDeputy Manager at HCL Technologies Limited